The ticket parser disassembles the subject by the ticket hook. If a subject comes in with a different format than expected, that's a different ticket number, which if it doesn't exist, it will be created with (potentially) a new ticket number and the currently defined ticket hook. You might take a look at Kernel/System/Ticket/Number/ticketnumberscheme.pm in
sub GetTNByString
and add a check for each additional TicketHook you need.
For instance, if you're using DateChecksum.pm add an additional check like:
if ( $String =~ /\QAnotherHook$TicketHookDivider\E(\d{4,10}$SystemID\d{4,40})/i ) {
return $1;
}
if ( $String =~ /\QHookNumber3$TicketHookDivider\E(\d{4,10}$SystemID\d{4,40})/i ) {
return $1;
}
On Sat, Sep 3, 2011 at 7:15 AM, Raul Orav
<raul.orav@visioline.ee> wrote:
Hello,
I was looking for a way to ise different ticket hook names for different queues with no luck. Now i'm facing a problem now to name it maintenance tickets and how to name orders - any ideas?
When it isnt possible to use different ticket hooks i should use one Common name for all tickets. At the moment i'm naming tickets as incidents, but a solution is nameing them just "service". At the moment we habe registered about 3000 tickets and the question is: when i rebane ticket hook does the system recognise email as a ticket article or it generates new tiket? Is the identifier hook name, number or both? Any ideas how to rename hook without breaking "the link"?
Thank you.
With best regards,
Raul Orav
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